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 Situation
Solution
Benefits
SituationRunning an IT help desk operation has always been an expensive proposition for organizations. At the same time, it is a part of the IT infrastructure necessary to maintain efficient operations. Often, organizations attempt to reduce the cost of IT help desks through outsourcing to other companies, but this can lead to other business challenges since the help desk remains the most frequent interface for IT—any drop in service level is quickly noticed by internal customers and complaints are voiced to internal business leaders. Because of outsourcing issues, many companies attempt to build internal self service solutions, but face the following challenges: | • | Higher costs of IT help desk operations | | • | Loss of employee productivity | | • | IT not able to deliver true business values to companies | | • | Self service help desk solutions become too complex to manage and maintain |
SolutionIT help desk solutions built on the Microsoft Office System can deliver a cost effective self service, online help desk support to end users through a variety of interactive features, including, a form based self diagnostic tool, content and document search, and other functionalities that are designed to help end users with their IT needs. The IT help desk solution is built on key Microsoft Office System products and technologies, and delivers the following components: Efficient Self Service IT Help Desk Portal| • | Reduce IT help desk calls through easy to access portal. | | • | Provide access to all information in one single location |
Centralized IT Knowledge Base| • | Share best practices across users | | • | Reduce time to find content through integrated search | | • | Provide quicker access to potential issue resolution through dynamic linking of most popular content |
Interactive Diagnostic and Solution Tools| • | Reduce issue resolution time through guided, interactive self-service solutions | | • | Gain key system feedback through resolution report-back forms |
Administrative Console to Update, Maintain, and Extend| • | Reduce maintenance costs by using familiar technologies | | • | Provide quick access to IT administrators to update the help desk solution | | • | Extend solution to more users through quick access to memberships and groups |
BenefitsAn IT help desk knowledge base solution enables companies to more effectively and efficiently implement and realize the following: | • | Improved employee productivity and resource allocation | | • | Reduced IT help desk costs | | • | Decreased management and maintenance requirements |
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